Dove Tree Canyon Software :::: 619.236.8895

DEVOTED TECHNICAL SUPPORT TEAM
The Dove Tree technical support team is committed to providing fast, professional and effective answers to customer questions and technical issues. From the moment Dove Tree software is installed, the team keeps a detailed log of each customer call. This archived information, along with the team’s technical expertise and use of advanced support technologies, allows Dove Tree to deliver exceptional customer support.

GO-LIVE SUPPORT
During the five (5) days immediately following a software installation, customers have free round-the-clock access to the Dove Tree technical support team (maximum of 24 cumulative hours of support time). Go-Live Support is a standard feature offered to all customers purchasing Dove Tree software.

PER-INCIDENT SUPPORT
The Dove Tree technical support team is available Monday through Friday, 8:00am to 5:00pm Pacific Time. Customers without a valid maintenance agreement may purchase technical assistance on a per-incident basis. A customer-issued purchase order is required in advance. Before preparing a purchase order, customers should call Dove Tree at (619) 236-8895 ext. 411 to obtain the applicable hourly rate and minimum charge.

SOFTWARE SUPPORT PLANS
Customers with a valid maintenance agreement may seek assistance from the Dove Tree technical support team when necessary to resolve issues. Dove Tree offers several different post-sale software support plans from which customers may choose based on their organization’s particular needs. Customers under a maintenance agreement are also offered early access to upcoming software releases and product discounts, when applicable.

REMOTE SUPPORT TECHNOLOGY
Remote Access – With the customer’s authorization, and when it is appropriate, Dove Tree can directly access a customer system through a secure remote connection. This can be the most cost-effective way to diagnose and resolve certain technical issues. Dove Tree uses highly secure connections that have earned the confidence of even the most security-minded customers.

FTP File Transfer – Dove Tree is capable of receiving FTP files. Customers intending to send FTP files can call 619-236-8895 extension 611 to obtain a username and password. FTP files must be sent to “ftp.dovetree.com”. Upon connecting to the Dove Tree server, files should be transferred to the directory in which the customer has been placed.

Special Instructions for AOL Users – AOL users must enter “FTP” in the keyword form and then follow all displayed instructions. Enter “ftp.dovetree.com” when asked for the name of the FTP server. AOL’s keyword form is obtained by simultaneously pressing “Ctrl” and “K” on your keyboard.

SOFTWARE SUPPORT PLANS

Feature	Premium Service Plan	Extended Hours Service Plan	Standard Service Plan
Support Availability (1)	24 Hours 7 days	5am-5pm (PST) Mon-Fri	8am-5pm (PST) Mon-Fri
Number of Incidents	Unlimited	Unlimited	Unlimited
Response Time (2)	1 hour	1 hour	1 hour
Time Allowance (3)	36 hours per year	1, 2 or 3 hr/mo depending on software package	1, 2 or 3 hr/mo depending on software package
Notification of Critical Updates	Yes	No	No
Means of Access	Phone (special line) Email	Phone, Email	Phone, Email
Annual Visit to Your Site (4)	Yes, 1 Day	No	No
Activity Reporting	Annual Written Activity Report	No	No
Contract Period	1 year; renewable	1 year; renewable	1 year; renewable

(1)		Certain U.S. holidays excepted. Hours of operation are subject to change
(2)		Response times are not guaranteed.
(3)		Time allowance is the number of hours included under the plan; additional hours of support are charged at applicable hourly rates. Unused allowances do not carry over to the next month or year.
(4)		Site visits typically involve assessing changes in user requirements and software needs, and providing refresher training to supervisory personnel.

Technical Support
Telephone: (619) 236-8895 ext 611
Email: support@dovetree.com